Customer Service Agent – Travel – Sabre at WNS (Holdings) Limited

Job Description

The Travel Consultant / Customer Support Agent is responsible for delivering a high-quality customer experience by assisting customers with travel-related enquiries and bookings. The role involves providing consultative support, managing reservations, processing financial transactions securely, and resolving customer issues in a timely and professional manner while adhering to quality standards and operational guidelines.

Key Responsibilities

• Work in a 24×7 environment, including weekends, in line with operational requirements

• Deliver exceptional customer service with a strong focus on customer satisfaction (CSAT)

• Identify both stated and unstated customer needs while adhering to quality and compliance metrics

• Assist customers with travel bookings, changes, and cancellations

• Act as a travel consultant by providing accurate information and suitable recommendations

• Manage financial transactions and process payments in compliance with security and verification policies

• Respond to customer enquiries related to travel products and services

• Demonstrate basic knowledge of travel products and geography

• Resolve customer complaints and issues effectively and professionally

• Escalate potential security concerns or client complaints to management when necessary

• Ensure adherence to timelines, schedules, and process requirements

Qualifications & Requirements

• Excellent command of the English language (verbal and written)

• Experience with GDS systems, specifically Sabre

• Strong communication, problem-solving, and customer service skills

• Ability to manage multiple processes in a fast-paced environment

This role is ideal for customer-focused professionals with travel industry experience who are committed to delivering service excellence in a dynamic, round-the-clock environment.